Influential Factors on Incident Management: Lessons Learned from a Large Sample of Products in Operation

Caldeira, João; Abreu, Fernando Brito e

doi:10.1007/978-3-540-69566-0_27

Cited by 13 publications

(6 citation statements)

References 6 publications

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“…There are only a few studies to date that have examined the challenges regarding IT support processes from the perspective of ITSM. Prior research has focused on the success factors in ITIL implementation projects (Tan, Cater-Steel, & Toleman, 2009), while other researchers have focused on ITSM process maturity (Niessink & Van Vliet, 1998), predicting the incident management lifecycle (Caldeira & Brito e Abreu, 2008), and integration of ITIL and CMMI ® approaches for process improvement (Latif, Din, & Ismail, 2010). Additionally, there are studies that have examined prioritization of business incidents (Barlow & Stewart, 2004), incident management quality and productivity (Cavalcante et al, 2013) and use of knowledge management in ITIL implementations (Mohamed, Ribière, O'Sullivan, & Mohamed, 2008).…”

Section: Previous Related Literaturementioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM

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IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided.

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Section: Previous Related Literaturementioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM

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“…Previous studies have dealt with predicting incident volumes by statistical methods [8], service desk and incident management challenges [9], activity-based management of IT service delivery [10], knowledge management-centric help desk [11], the maturity of the problem management process [12], using problem reports for quality assessments [13], dynamic change management model for managing IT changes [14], release management in component-based development [15], open source software releases [16], critical elements of the patch management process [17], and patch management challenges [18].…”

Section: Related Workmentioning

confidence: 99%

Improving IT Service Management Processes: A Case Study on IT Service Support

Lahtela

Jäntti

2010

Communications in Computer and Information Science

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Abstract. IT services and IT service management play a very important role in the today's IT industry. Software as service approach enables IT customers to focus on using the software while IT service providers take care of the installation, configuration, support and maintenance activities. Various process frameworks can be used to improve IT service management processes. The most widely used IT service management framework is the IT Infrastructure Library (ITIL) that provides best practices for IT service providers on how to design, manage and support IT services. Despite the IT service management process frameworks, implementing an effective service support interface between an IT service provider and an IT customer is a big challenge. The research problem in this study is: what types of challenges are related to the service support interface between an IT service provider and IT customers. The main contribution of this paper is present challenges in a service support interface identified during a case study with a large IT service provider company in Finland.

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“…In particular, we are interested in exploring how these process complexity metrics are related to some operational metrics such as "mean time to restore service", "calls to second-tier resolver teams" or "% of incidents/problems resolved within service targets". Here we will follow a similar validation approach as the one we used in [46]. We also plan to research if the proposed process complexity metrics can be used in the formulation of Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for ITSM processes.…”

Section: Cross-correlation Analysismentioning

confidence: 99%

Definition and Validation of Metrics for ITSM Process Models

Abreu

Porciuncula

Freitas

et al. 2010

2010 Seventh International Conference on the Quality of Information and Communications Technology

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-Process metrics can be used to establish baselines, to predict the effort required to go from an "as-is" to a "to-be" scenario or to pinpoint problematic ITSM process models. Several metrics proposed in the literature for business process models can be used for ITSM process models as well.This paper formalizes some of those metrics and proposes some new ones, using the Metamodel-Driven Measurement (M2DM) approach that provides precision, objectiveness and automatic collection. According to that approach, metrics were specified with the Object Constraint Language (OCL), upon a lightweight BPMN metamodel that is briefly described. That metamodel was instantiated with a case study consisting of two ITSM processes with two scenarios ("as-is" and "to-be") each. Values collected automatically by executing the OCL metrics definitions, upon the instantiated metamodel, are presented.Using a larger sample with several thousand meta-instances, we analyzed the collinearity of the formalized metrics and were able to identify a smaller set, which will be used to perform further research work on the complexity of ITSM processes.

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Influential Factors on Incident Management: Lessons Learned from a Large Sample of Products in Operation

Cited by 13 publications

References 6 publications

Proactive Management of IT Operations to Improve IT Services

Proactive Management of IT Operations to Improve IT Services

Improving IT Service Management Processes: A Case Study on IT Service Support

Definition and Validation of Metrics for ITSM Process Models

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